Effective Date: 1 June 2026
Urban Pet Play Ltd
Website: www.urbanpetplay.com
At Urban Pet Play Ltd, we are committed to providing outstanding customer service alongside premium pet products and professional pet care services. We understand that your pets are valued members of your family, and we strive to ensure every shopping experience is simple, reliable, and enjoyable. This Customer Service Policy explains the standards you can expect whenever you contact or purchase from us. (Project 1)
We aim to:
Provide friendly, professional, and knowledgeable customer support.
Respond to all enquiries promptly and courteously.
Offer accurate information regarding our products and services.
Resolve issues fairly and efficiently.
Deliver an excellent customer experience before, during, and after every purchase.
Continually improve our services through customer feedback.
Our customer support team is available to assist with:
Product enquiries
Order updates
Shipping information
Returns and refunds
Pet care service bookings
Payment questions
Website assistance
General enquiries
Complaints and feedback
You can contact us via:
Telephone
0203 916 6118
Website
www.urbanpetplay.com/contact
Our standard customer service hours are:
Monday – Friday: 9:00am – 5:00pm
Enquiries received outside these hours will be responded to as soon as reasonably possible during the next working day. (Project 1)
We aim to respond within the following timescales:
Email enquiries: within 1 business day.
Order enquiries: within 1 business day.
General enquiries: within 2 business days.
Complaints: acknowledgement within 2 business days.
Social media messages: where applicable, within 2 business days.
Response times may occasionally be longer during public holidays or periods of exceptionally high demand.
We endeavour to ensure all product descriptions, images, prices, availability, and specifications displayed on our website are accurate.
However:
Colours may vary slightly due to individual screen settings.
Manufacturers may occasionally update packaging or specifications.
Product availability may change without notice.
Minor typographical errors may occasionally occur.
If you require further information before purchasing, our team will be happy to assist.
Our customer service team can assist with:
Tracking your order
Delivery enquiries
Missing parcels
Incorrect items
Damaged goods
Order amendments (where possible before dispatch)
Order cancellations (subject to our Terms of Sale)
Once an order has been dispatched, amendments may no longer be possible.
Customers booking pet care services may contact us regarding:
Appointment scheduling
Booking amendments
Service availability
Pet care requirements
Service preparation
Welfare questions
After-service enquiries
Additional terms may apply to individual services including grooming, daycare, dog walking, and training.
Where customers wish to return eligible products, our team will guide them through the returns process.
Support includes:
Return authorisation
Return instructions
Refund updates
Replacement requests
Exchange enquiries
Please refer to our Returns & Refunds Policy for full eligibility criteria.
We value all feedback.
Suggestions help us improve our:
Customer service
Website
Products
Pet care services
Delivery experience
Overall customer satisfaction
Feedback may be submitted by email or through our website contact form.
If you are dissatisfied with any aspect of our products or services, we encourage you to contact us promptly.
When submitting a complaint, please include:
Your full name
Order number (if applicable)
Contact details
Description of the issue
Supporting photographs where relevant
We will:
Acknowledge your complaint.
Investigate the matter thoroughly.
Keep you informed throughout the process.
Provide a fair and reasonable resolution.
Aim to resolve complaints as quickly as possible.
Our objective is always to resolve concerns professionally and respectfully.
We are committed to maintaining a positive environment for both customers and employees.
We respectfully ask customers to refrain from:
Abusive language
Threatening behaviour
Harassment
Discrimination
Offensive communications
Where communications become abusive or threatening, we reserve the right to end conversations and, where necessary, refuse future service.
Any personal information provided while contacting our customer support team will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.
Urban Pet Play Ltd regularly reviews customer feedback, service performance, and internal processes to improve the quality of our products, pet care services, and customer support. Our goal is to provide a trusted experience for every pet owner who chooses to shop or book services with us. (Project 1)
Urban Pet Play Ltd
Website: www.urbanpetplay.com
Email:
Telephone:
0203 916 6118
We appreciate your trust in Urban Pet Play Ltd and look forward to helping you provide the very best care for your pets.
